How do some companies regain public trust after something goes seriously wrong, while others fail? A look at how Tylenol responded after someone spiked its pills with poison in the 1980s sheds some light.

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A Trusted Pill Turned Deadly. How Tylenol Made a Comeback

When companies lose the public’s trust – whether it’s Facebook selling user data or United Airlines mistreating passengers – PR specialists scramble to head off a crisis. That strategy gained a foothold in 1982, when a mysterious killer spiked Tylenol with cyanide. Savvy PR decisions are credited with saving the company. So why do today’s corporate leaders have so much trouble learning how to respond?

How an Unsolved Mystery Changed the Way We Take Pills by Clyde Haberman


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